Shep Hyken

DECEMBER 3, 2021

Net Promoter Score (NPS) — Establishing baseline ratings and gathering key customer feedback . Creating an “Environment of Self Service” — XGS deployed a CRM system as well as an improved and expanded customer portal to capture and improve service levels .

Net Promoter Score 126

Net Promoter Score Customer Experience Scorecard Transportation 126

Gainsight

MARCH 31, 2020

Most common use cases to look for include: Following up on NPS or other survey responses. Moderate Win: Expose the data to Sales and other stakeholders in your CRM. Expose Gainsight data including notes as a widget in your CRM for better collaboration. Quick Win: Make CRM data usable.

E-commerce 85

E-commerce CRM NPS Scorecard 85

Lumoa

FEBRUARY 6, 2018

Companies do marketing, sales and CRM – the customer does the experience! It’s not about software or a number – if you focus only on the NPS score you will never deliver the game-changing customer experience. How to overcome those challenges? Recognise your business is about the customer and not you.

CX 121

CX Customer Experience Education Machine Learning 121

1 to 1

APRIL 10, 2025

Example: Instead of only tracking Net Promoter Score (NPS) , also measure: Customer Lifetime Value (CLV) Measures total revenue potential per customer. Action Point: Develop a CX scorecard that combines customer experience data with financial KPIs. Sales Conversion Rates Tracks how improved CX increases deal closures.

B2B 26

B2B CX CX Transformation Net Promoter Score 26

Help Scout

JULY 20, 2021

There are tons of customer anecdotes about the lengths that Ritz Carlton employees have gone to in order to make them feel cared for — everything from taking notes in their internal CRM about breakfast preferences and favorite wines to noting significant anniversaries like weddings or births. The company empowers its employees to act on them.

Start-ups 145

Start-ups Scorecard Sales Outlook 145

Lumoa

JANUARY 19, 2023

This is true both in terms of Customer Experience – e.g., are there strategic goals around CSat or NPS ? -, and in terms of broader business objective – e.g., increasing market share, reducing churn, cutting costs, etc. How is NPS increase related to revenue increase or reduced churn? And so on.

Net Promoter Score 88

Net Promoter Score Customer Experience NPS Start-ups 88

Zendesk

MAY 12, 2021

Customer retention software allows you to manage these customer loyalty programs and track relevant data like your Net Promoter Score (NPS). Customer relationship management (CRM) software. Your CRM showed that a customer visited your company website after seeing an advertisement. Improve internal communications and processes.

Customer Retention 52

Customer Retention Net Promoter Score Touchpoint CRM 52

Gainsight

FEBRUARY 16, 2021

Being ‘on the ball’ as a player enables you to pass positive experiences to your customers who become healthier and show it in NPS scores recorded in PX. Most of all, you can find adoption trends across customer segments and develop reports on users, accounts, and CRM data that create custom analytics. . But PX is not your only option.

Gaming 52

Gaming Scorecard Start-ups Education 52

1 to 1

JULY 25, 2024

Introduction The Net Promoter Score (NPS) has long been a widely used metric for assessing customer loyalty, satisfaction, and the potential for customer churn as a relationship and transactional metric. The Inadequacies of NPS NPS is centered on a single question: “How likely are you to recommend us?” Read the original here.

Sentiment Analysis 20

Sentiment Analysis Customer Feedback Net Promoter Score NPS 20

Lumoa

OCTOBER 31, 2018

Peter Lavers, Customer Experience and CRM Expert @ PeterLavers | blog "Customer Experience is here to stay! Companies do marketing, sales and CRM – the customer does the experience! It’s not about software or a number – if you focus only on the NPS score you will never deliver the game-changing customer experience.

CX 60

CX Customer Experience Machine Learning Artificial Intelligence 60

Zendesk

MARCH 19, 2021

Businesses also use Net Promoter Score (NPS) surveys to determine whether their customers are promoters, detractors, or passives. Even without a CRM like Zendesk, you can still keep close tabs on customer feedback. Using a tool like the balanced scorecard is a great first step. Related read: Ready to write your own CSAT surveys?

Customer Satisfaction 98

Customer Satisfaction Net Promoter Score Scorecard Social Media 98

Gainsight

AUGUST 20, 2024

AI for customer success (CS), as well as AI for customer service, customer education, and customer relationship management (CRM)—and virtually every area of business—is evolving at a remarkable pace. Using this tool, the team can get AI-recommended measures and measure weights for their scorecard. How did they do it?

AI 52

AI Scorecard Text Analytics Predictive Analytics 52